Manager of ADR Services

American Arbitration Association • Dallas, TX

386d • $71,000 - $73,500

About The Position

The Manager of ADR Services will lead a team responsible for administering arbitration and mediation cases, ensuring effective management and communication with all parties involved. This role requires a strong understanding of the AAA's rules and procedures, as well as the ability to supervise case administrators and maintain high standards of confidentiality and neutrality in client interactions.

Requirements

• Bachelor's degree in a business-related discipline.
• 1-2 years of experience in a leadership or supervisory role.
• 4-6 years of experience in comprehensive customer service management in a law office or judicial industry, or an equivalent combination of education and work experience.
• Intermediate proficiency with Microsoft Word, Excel, Outlook, and online case management systems.

Nice To Haves

• Ability to read and interpret legal documents and business correspondence.
• Ability to write routine reports and business correspondence.
• Ability to speak effectively to customers, arbitrators, mediators, or employees of the organization.
• Mathematical skills to compute rates, ratios, and interpret statistical reports.

Responsibilities

• Serve as primary contact with parties, party representatives, arbitrators, and mediators on assigned cases.
• Manage arbitration and mediation cases, ensuring information is entered and maintained in an online case management system (PRISM).
• Supervise case administrators, including interviewing, hiring, training, and appraising performance.
• Conduct administrative conference calls and facilitate preliminary hearing conferences.
• Ensure confidentiality of case information and adhere to information security and data privacy policies.
• Manage the ADR process effectively, ensuring deadlines are met and roadblocks are resolved.
• Review newly assigned cases and contact the filing party to resolve deficient filings.
• Resolve case-related issues and escalate matters to management as appropriate.
• Advise panelists on procedural hearing management and assist in monitoring their case management skills.
• Develop and sustain client relationships to ensure trust and respect for AAA services.
• Collaborate with colleagues in case management centers and regional offices on client service and trends in the ADR industry.
• Provide feedback to management regarding interactions with arbitrators and mediators.
• Demonstrate regular, reliable, and predictable job attendance.
• Attend on-site and in-person meetings and training sessions.

Benefits

• Medical, dental, orthodontia, vision coverage
• Student loan repayment
• 403(b) retirement plan with substantial company match
• Discounted pet insurance
• Generous paid-time-off benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree